#4 - May 28, 2010, 10:49 p.m.
Q u o t e:
I was hacked. Not exactly sure how it happened. I don't go to any questionable websites. Completely ignore any phishing emails and "Your a Bizzard lucky players" messages in game. Ran a complete virus scan on my box and it didn't find anything. Luck of the draw I guess. I went to log in today and to my surprise there was suddenly an authenticator attacted. Sent an email to tech support and then realized - oh hey, look at all these emails from Blizz about my account and toon transfers.
Just in case you didn't know, Myrichal, we're able to help remove unauthorized Authenticator through multiple points of contact:
Please note that each of these contacts may not yield an immediate response. We understand that being locked out of your account is frustrating, though, so our representatives will do all that they can to assist you as quickly as possible. :)
Q u o t e:
Checked the armory and sure enough, most of my toons have been emptied of gear. And that's just what I can see. I'm sure all the gold and bank items are gone. My bank toon was transferred to another server and probably deleted afterwards since I can't find it anymore. And it seems that Mr. Hacker has taken it upon himself to start creating new toons on my account as well. Level 1 warrior on Scarlet Crusade called Garlond and a level 1 rogue on Dath'Remar called Rhoreessdf. How nice of whoever it is. I can't log into the game to put in a ticket since Mr. Hacker was also kind enough to attach that authenticator. I did, however, change the password on my account so that no one else will be getting in either.
If you're able to have the unauthorized Authenticator removed quickly, then do definitely submit an in-game petition noting that your account was compromised. Otherwise, you're welcome to email
wowgm@blizzard.com or have a friend open a petition on your behalf. Both avenues will get the ball rolling for you.
You'll also want to report any unauthorized transaction: Character Transfer, Name Change, Faction Change, etc. Depending on what transactions were performed on your characters, you'll want to one or more of these forms:
Unauthorized Paid Character Transfer support:
http://us.blizzard.com/support/article/transferform
Unauthorized Paid Character Name Change support:
http://us.blizzard.com/support/article/namechangeform
Unauthorized Character Re-Customization support:
http://us.blizzard.com/support/article/customizationform
Unauthorized Faction Change support:
http://us.blizzard.com/support/article/factionchangeform
Unauthorized Race Change support:
http://us.blizzard.com/support/article/racechangeform
Q u o t e:
At this point, I'm wondering just how much of my stuff can be restored. I logged out last night at around 12-1AM Eastern (I think. I wasn't paying that much attention). Tried to log in today around 2PM Eastern. I'm not sure how Blizzard handles server backups or character backups, so should I expect that some of the items I might have acquired since yesterday will be irretrievable? I also know that I'll probably be offered a care package, which I'll go ahead and decline now. I'm opting for the full restore - or at least as full as it can get.
Our In-Game Support staff will attempt to recoup all that was lost as a result of your account being compromised, Myrichal. This includes characters, items (armor, weapons, bags, crafting materials), currency, and alternate currency (Emblems, Badges, Honor, Arena points). Restoration is not guaranteed, however; we will be unable to restore virtual property that we cannot verify as being on your account prior to its compromise.
With that said, restoration offers are not being provided at this time, so there's no need to opt in or out of anything. You're good. :)
Also, here's a guide from our Knowledge Base that sort of goes over everything I just mentioned. It's a good read, so you may want "thumb" through it if you have the time:
Let me know if you've any further questions!
